My clients may turn to me with concerns or complaints about me or my practice and can do so formally by submitting these to http:/www.scag.nl.
You have a complaint — what do you do?
Most of the time, a good conversation with your therapist will resolve your dissatisfaction or complaint.
It is important to first discuss your dissatisfaction or complaint with your therapist. There may be a misunderstanding, and you might be able to resolve it together if you explain what you are unhappy about or what you would like to be different.
Is it difficult to put your dissatisfaction into words? Try writing it down and giving this note to your therapist. This may open the door to a conversation and help resolve the issue.
If you cannot resolve it together
Do you feel unable to discuss your dissatisfaction or complaint with your therapist, does the situation not allow for it, or are you unable to resolve it together? Then you can make use of a complaints officer.
This person supports you in formulating your complaint or dissatisfaction and in exploring possible solutions. Together with you, they will look at the options for having your complaint heard.
Your complaint will be handled within six weeks. The complaints officer is free of charge and independent.
Involvement of a Complaints Officer
Do you have dissatisfaction or a complaint? Then contact the professional association your therapist is affiliated with. They will have the complaints officer get in touch with you. A therapist who is registered with SCAG is always a member of a professional association.
Dispute Committee for Complementary Healthcare: binding decision
If the involvement of the complaints officer or the way your dissatisfaction or complaint has been handled is unsatisfactory for you, you can turn to the Dispute Committee for Complementary Healthcare (GCG).
This dispute committee is independent of all parties and specializes in complementary care. A decision issued by the committee regarding your complaint (dispute) is binding for both you and the therapist. In some cases, the committee may decide to award financial compensation.
Filing a dispute with the committee costs €52.50. For more information, visit the website:
https://www.degeschillencommissiezorg.nl/overons/zorgcommissies/complementaire-gezondheidszorg/
What can you file a complaint about?
You may file a complaint about matters related to the treatment you are receiving or have received from your therapist—for example:
- the quality of the treatment,
- the way you were treated,
- an incorrect assessment by the therapist,
- damage caused by the treatment, or
- damaged or missing personal belongings.